Senior Client Success Manager

Summary

Join Wellthy as a Sr. Client Success Manager and be the primary contact for employer partners, maximizing their Wellthy experience. You will coach other team members, combining relationship management, project coordination, product expertise, and team leadership. Responsibilities include managing client accounts, advocating for clients within Wellthy, collaborating with team members, developing retention strategies, and working with sales to expand accounts. You will lead growth initiatives, plan engagement programs, establish performance metrics, and support strategic initiatives. Data analysis and communication skills are crucial, along with staying updated on product and industry trends. This role involves up to 15% travel. The position offers a remote work environment and a competitive total rewards package.

Requirements

• You have 5+ years of experience in account management, client success, implementation or healthcare management
• Able to build relationships at all levels as a trusted & respected thought-partner
• You have experience in upselling and retaining customers to drive additional revenue
• You have experience using SaaS-based solutions and platforms
• Player-Coach: Ability to mentor junior members of the team but also manage day-to-day administrative work on behalf of your own book of business
• Data storytelling: Able to craft a compelling story using data-driven insights to make recommendations to influence client decisions
• Product Knowledge: Subject matter expert on our product, knowing the specifics and functionalities, and understanding common use cases and best practices. Able to confidently answer questions and present solutions to clients
• Strategic influence: Able to effectively navigate the complexities of a book of business with clients in multiple stages of their lifecycle. Gain insight into client culture, priorities, and goals. Effectively convey client needs internally, driving the resources needed for successful client relationships
• Manages Complexity: Able to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Able to ask the right questions to accurately analyze situations, acquire data and uncover root causes to difficult problems
• Communicate effectively: Able to communicate with internal and external stakeholders in ways that conveys both clarity of thought and rigor, while being concise - be that via prose or visual aids
• You have the willingness and ability to travel as needed (approx. 15%)

Responsibilities

• Manage a portfolio of client accounts, devising both strategic and tactical plans to drive optimal satisfaction, retention, and growth
• Act as a client/partner advocate within Wellthy, ensuring client feedback is communicated and addressed appropriately
• High collaboration with other team members to align on Wellthy goals and objectives
• Develop and implement creative retention strategies to minimize client churn
• Work closely with the growth and sales teams to identify areas for account expansion to maximize revenue with existing clients/partners
• Own communications to meet mutually agreed upon goals including but not limited to quarterly business reviews, external client meetings/events and other project plans
• Lead initiatives for growth within existing client base, overseeing renewal efforts that expand and deepen client relationships
• Collaborate in the planning, formulation, and execution of comprehensive engagement programs aimed at informing and educating employees about the benefits of Wellthy's solutions
• Establish shared performance metrics to assess the effectiveness of client initiatives, ensuring timely feedback and continuous improvement
• Provide support to strategic initiatives aligned with the objectives of the Client Success team and the broader Wellthy organization, contributing directly to business goals
• Foster cross-functional collaboration to enhance the overall client and sponsored member experience, actively contributing to optimization efforts
• Exhibit a commitment to continuous learning and growth, developing into a subject matter expert in a strategic area of focus that support our clients and Wellthy’s business goals
• Leverage data and analytics to assess client engagement and satisfaction and prepare regular reports on client success metrics and KPIs
• Stay informed about product updates, features, and industry trends to effectively communicate value propositions to clients
• Make a significant and positive impact on the company culture through active participation and contribution

Preferred Qualifications

• Experience at a high-growth company and understand the associated challenges
• Have an understanding of employee benefits, digital health, and the startup work environment
• Data integration proficiency

Benefits

• Remote work environment
• Medical, dental and vision benefits within 30 days of hire
• Retirement saving account with matching company contributions
• Mental health benefits
• 15 days paid vacation, two additional days for each subsequent years (up to a maximum of 25 days)
• Sick and Caregiving Days
• Professional development initiatives for growth
• Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) and pregnancy loss leave